Write & Conduct Research Plan for Facility Locator Dashboard

[joanneesteban]

User Story or Problem Statement

How might we obtain feedback for the KPI dashboard so that we can build the right thing?

Goal

Create research plan for our proof of concept.

Acceptance Criteria

• [x] Create guide for stakeholder interviews
• [x] Schedule interviews with stakeholders
• [ ] Interview stakeholders
• [ ] Synthesize interviews
• [ ] Create readout with recommendations from synthesis

Stakeholders

• Michelle
• Dave
• Mickin

How to configure this issue

• [ ] Attached to a Milestone (when will this be completed?)
• [ ] Attached to an Epic (what body of work is this a part of?)
• [ ] Labeled with Team (product support, analytics-insights, operations, service-design, tools-be, tools-fe)
• [ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, call center, research, accessibility, content)
• [ ] Labeled with Type (bug, request, discovery, documentation, etc.)

[joanneesteban]

Other Objectives

Other goals that we'll want to get from this "release" to Facility Locator.

1) Have them share their KPI results on Slack and Team of Teams. 2) Begin sharing with other VSA teams so that we can drum up more interest

[joanneesteban]

Insights Goals

Resource: Insights Product Board

Goals

Questions to help us determine if we're building the right thing.

Determine the following:

• If we will continue creating KPI dashboards for teams (Facility Locator), continue building a diagnostic dashboard with consistent metrics across products (Education), neither, or both
• How often teams will be/are using the dashboards
• Which metrics are helpful/which data do teams care about
  • How is the data best cut (data possibilities Miro board)
  • What does helpful mean? (verifying value - Metrics features slide deck
• When we ask them to report these metrics in Slack & ToT as a supplement to their other findings
  • how they might be pulling from the dashboard to do so
  • which format is better for them to report (if we remind them, if we provide a format for reporting
• Determine which assumptions have changed or remains the same (assumptions Miro board)

---

1. Are users using the product? And using it often?
2. Do they find it helpful to make product decisions?
3. Are they using it to report to their stakeholders?
4. Is the data the right data?
5. Is the data delivered in the right format?
6. Can we (Insights) scale this?

[joanneesteban]

Product Questions for Education Demo

To address our assumptions doc:

• Do you find this useful, and if so:
  • How would you use it? (Individual cards/charts, by form, to share with stakeholders or to monitor internally)
    • Would you need to see all of the forms?
  • How often? (Daily, weekly, monthly, quarterly)
  • Is there anyone else you would like us to provide access to?
• Are there any charts that you don't find useful (why, or why not)? Are there any data points that are missing that you would like to see (if so, what would you use those for)?
  • Do you already have the data that you need to address product errors? Would you get that information from the Google Sheets MVP or elsewhere?

@amycesal

[joanneesteban]

Another note not necessarily for user research, but for internal purposes is how can this scale? Can we automate most, if not all of this?

Can we make a template for a KPI dashboard from this? Standardize the types of graphs?

[joanneesteban]

(Another note) is that this is a product and initiative KPI dashboard. We may not get this with Facility Locator, but we should note if we're making product or initiative dashboards or both. Product is going to be way more easy to scale than initiative, but initiatives may be used more. ALSO, is is easier to just track this all manually in a Google Sheet? Or to create a dashboard?

[amycesal]

We can standardize the format, but the graph type should be chosen based on the KPI and what data we have. Most likely line charts, but that's not always going to be the case.

The advantages of using Domo vs. a Google Sheet:

• people inside the VA can view it
• It adds more context and often that's historical data, than just one number which is what we would likely get with a google sheet.
• Since we can hook into data sources, we can automatically update data

[amycesal]

Folder for research: https://github.com/department-of-veterans-affairs/va.gov-team/tree/master/teams/vsp/teams/insights-analytics/research/Product-Success-Tool_KPI_Facility-Locator

[joanneesteban]

Let's reach out to the additional stakeholders who we want to interview for this. Shoot for next week and have them scheduled by end of this week.

Stakeholders:

• VSA Product Lead
• VSA Product Managers
• VSA Product Owners

[joanneesteban]

@amycesal

FYI for tomorrow. Facility Locator is also working on the VAMC Left Nav toggle & looking for metrics/KPIs on this/whether or not to move forward - which may come into play on their feedback.

Two parts to this:

1. This will help with our Product KPIs Dashboard and/or Initiative KPIs Dashboard.
2. Jon & Nedie have been creating dashboards on Google Analytics for some initiatives. This ends up getting shared directly with the customers, not outwardly to all of VFS, and is on top of regular GTM implementation. In the effort to consolidate dashboards, I anticipate this work switching over to Domo.

[amycesal]

6 user research sessions are scheduled for Friday and Monday this/next week!

[amycesal]

Synthesis: https://app.mural.co/t/adhocvetsgov9623/m/adhocvetsgov9623/1591625485263/e7ea885d6351e4b591c2628a9ade0788caecdde6

[joanneesteban]

Synthesis was done^ and added pain points/recommendations to Q3 planning. Closing this ticket.